We’re more than just another consultancy. We are founding partners of byTheNetwork, an award-winning, global network of 34 independent agencies; covering 34+ key markets worldwide.
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We’re more than just another consultancy. We are founding partners of byTheNetwork, an award-winning, global network of 34 independent agencies; covering 34+ key markets worldwide.
Often when you’re thinking about CX, terms like ‘digital self-service’ & ‘personalisation’ tend to emerge. There’s a lot of pressure on businesses to invest in these areas – we can thank AI & Netflix for changing the game on these.
Before you jump on the bandwagon, how about doing a litmus check on your current CX first. You might be wondering, where do I start?
The thing is, Customer Experience is so broad. And the reality is that every part of your business impacts on customer experience. Your staff. Your processes. Your technology. Your products or services. Your channels. Your brand.
Our team is asked to help businesses unlock greater value through the development of CX Strategies to offer a blueprint for transformation and growth. With this type of work, it can be hard to find the right place to start.
So where do you start? What do you do? Activate problem-hunter mode. Roll up your sleeves and jump in.
Here are some basics that can help:
No business is perfect. And that’s okay. You’ll probably surface loads of problems – both micro and macro. That’s also okay. There’s way to prioritise and move forward from there.
CX is broad for a reason. Which means it requires a shift in company culture so that you literally become customer-centric in everything you do. This requires investment, energy and time. And a laser-like attention to problem-hunting and solutioning from there. Go forth and dig up the dirt.
→ Edwina is a CX and digital transformation leader who thrives on empowering businesses to become more customer-centric in everything they do. Having worked as a CX leader, agile coach, researcher and practitioner of design thinking for almost 15 years in Australia, Edwina brings an open and collaborative leadership style coupled with a blended skillset to enable organisations and teams to deliver ambitious customer-centric change - inside and out.
